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L&K Recovery Reviews (4)

REF ID: 10427349 [redacted] ComplaintThis letter is in response to your complaint notice and the customer's statement.I have discussed this issue with our office staff in reference to Mr. [redacted] 's complaint. After reading the complaint and talking with our staff I believe that our... employees acted in a professional manner. Unfortunately in the towing / repossession business if employees are not telling the customer what they want to hear it is interpreted that we are rude or not being helpful. This is not true. Our office staff recalled multiple conversations with the [redacted] s. With each call the employee advised Mr. or Mrs. [redacted] that we did not receive the release from the finance company and an appointment could not be made until we received the release. It is our normal procedure to have a hard copy release in hand before we quote fees and schedule an appointment for customers. We deal with so many different finance companies that have specific requirements and varied fee structures. We do our best to accommodate customers but we can't release any vehicle until we have authorization from the finance company. We feel it is necessary to have the release in hand so that we can give the customer accurate information and then set up a specific time for them to come in so we can assist them in redeeming their vehicle. In addition, we cannot have customers coming into the office just waiting for the release to be received from the finance company. This causes additional problems. First, we do not have any control on how long it takes the finance company to process their paperwork and get the release to us. Second, there are privacy issues. We have customers that may be coming into the office and will not want others hearing the discussion of their personal matters. | hope this explanation gives you a better understanding of our procedures the importance of having our employees follow procedures regarding releases and scheduling appointments.Sincerely, Chris [redacted] P [redacted] Centreville, Va. 20122 Maryland Office — ###-###-#### Virginia Office — ###-###-####“We get Results"

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** *** I am not accepting this response from this company because they are not being truthful in this matterThe customers were not professional at all doing the calls of serviceThe manager did not respond back as stated in regards to what happened to my key fobAs stated before, the key fob were not damaged when I brought it in and I do have proof as to what my key fob looks like when the key was brought in and it was in attachable with the buttonsI also have proof of what was given back to me as a damaged keyI have a witness that was there when the damaged key was given and me questioning about my key fob being damagedI am not sorry to say that legal actions will be taken against this company and that I am positively sure this has not only happened to me but others as wellThis company are responsible for my vehicle and anything and all included

In response to the complaint of redemption fees: Regretfully, it is true that the customer was quoted different feesWe service numerous finance companiesThe first quote given was incorrect in relation to the specific Client and Lienholder for this accountThe customer actually paid less than
the original quote.In response to the complaint of damage to the key fob: The customer did surrender the key at the time she received her personal propertyThe key was stored in a locked key box that is in a manager's officeWhen the customer arrived to redeem her vehicle, the key was given to the lot attendant to bring her car to the front entranceThe vehicle and key were given to the customerThe customer asked why the buttons were missing from her key fobThe office staff referred the issue to the office managerThe office manager explained to the customer that the key was in the same condition as when We received it.In all the years We've been in business, we have never had anyone complain of a damaged keyThere is absolutely no reason that we would damage buttons on a key fobI'm not even sure how this could happenThe office staff, office manager and lot attendant were professional when scheduling appointments and assisting this customerWe assist customers everyday with different types of situationsSome leave thanking us for being so helpful, Some are not happy due to their circumstancesWe do our best to treat customers with respect and strive to give the best possible service we can.Thank You, Chris L***"We Get Results"

REF ID: 10427349 [redacted] ComplaintThis letter is in response to your complaint notice and the customer's statement.I have discussed this issue with our office staff in reference to Mr. [redacted]'s complaint. After reading the complaint and talking with our staff I believe that our...

employees acted in a professional manner. Unfortunately in the towing / repossession business if employees are not telling the customer what they want to hear it is interpreted that we are rude or not being helpful. This is not true. Our office staff recalled multiple conversations with the [redacted]s. With each call the employee advised Mr. or Mrs. [redacted] that we did not receive the release from the finance company and an appointment could not be made until we received the release. It is our normal procedure to have a hard copy release in hand before we quote fees and schedule an appointment for customers. We deal with so many different finance companies that have specific requirements and varied fee structures. We do our best to accommodate customers but we can't release any vehicle until we have authorization from the finance company. We feel it is necessary to have the release in hand so that we can give the customer accurate information and then set up a specific time for them to come in so we can assist them in redeeming their vehicle. In addition, we cannot have customers coming into the office just waiting for the release to be received from the finance company. This causes additional problems. First, we do not have any control on how long it takes the finance company to process their paperwork and get the release to us. Second, there are privacy issues. We have customers that may be coming into the office and will not want others hearing the discussion of their personal matters. | hope this explanation gives you a better understanding of our procedures the importance of having our employees follow procedures regarding releases and scheduling appointments.Sincerely,
Chris [redacted] Centreville, Va. 20122 Maryland Office — ###-###-#### Virginia Office — ###-###-####“We get Results"

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